Thousands gather for full day of programming at The Hospitality Show
AHLA, HTNG announce TechOvation's Technology Acceleration Award winners
By Vishnu Rageev RJun 29, 2023
THE INAUGURAL HOSPITALITY SHOW, held at The Venetian Resort Las Vegas, began its first full day of programming, with thousands of attendees and more than 300 exhibitors showcasing advancements and hospitality solutions. Organized jointly by the American Hotel & Lodging Association and Questex, this operations and technology event is focused on hotel operations and profitability through enhanced efficiency.
The Show's keynote speaker, Kat Cole, COO and president of Athletic Greens, led the official inauguration ceremony. Joining her were AHLA president and CEO Chip Rogers, Questex Group president of Hospitality, Travel, and Wellness Alexi Khajavi, Nevada Congresswoman Dina Titus, and The Show's advisory board members.
Prior to the ceremony, Cole took the main stage to deliver her keynote address on leadership and innovation drawn from her extensive career experience. Following her remarks, Cole engaged in a one-on-one conversation with Geoff Ballotti, president and CEO of Wyndham Hotels & Resorts, centering on the importance of fostering robust franchisee/franchisor relationships.
The event placed special emphasis on anti-trafficking efforts, featuring a dedicated session where Catherine Chen, CEO of Polaris, and Anthony Capuano, president and CEO of Marriott International, delved into the evolution of the hotel industry's initiatives and communication surrounding this critical issue. Further, Mark Hoplamazian, president and CEO of Hyatt Hotels Corporation, joined Steve Hill, CEO and president of the Las Vegas Convention and Visitors Authority, to discuss the drivers behind travel decisions for leisure and business travelers.
AHLA announced its 2023 General Managers of the Year, TechOvation, and Technology Acceleration Award winners during presentations at The Hospitality Show at The Venetian Resort Las Vegas.
AHLA also hosted the General Managers Summit at The Hospitality Show, offering a platform for attendees to connect with fellow general managers, gain insights from industry leaders on pertinent challenges faced by general managers and honor the AHLA's 2023 General Managers of the Year in an awards ceremony.
The recipients of the 2023 General Managers of the Year awards are:
Harold Daniels, Travelodge by Wyndham Memphis - AHLA General Manager of the Year (Select Service)
Katie Ward, Embassy Suites by Hilton Minneapolis Airport - AHLA General Manager of the Year (Full Service)
Brian Kramer, Hyatt Regency Coconut Point Resort & Spa - AHLA General Manager of the Year (Resort Property)
Chris Sommers, Monterey Plaza Hotel & Spa - AHLA General Manager of the Year (Independent Property)
Michelle Davis, Spring Hill Suites by Marriott Orange Beach - AHLA General Manager of the Year (Extended Stay Property)
Michael Smith, Hyatt Regency New Orleans - AHLA General Manager Lifetime Achievement Award
And the winner is…
Each year, the AHLA Technology Acceleration Award will recognize companies that have taken specific steps to advance innovation in hospitality. This year, the award showcased companies that have adopted HTNG Express, a new solution that shortens the process for post-booking hotel property management system integrations from months to just days.
At the Spotlight Stage, HTNG, AHLA's technology committee, hosted the TechOvation Awards, honoring 10 semi-finalists for their innovations in hospitality technology. Among the finalists, PolyAI's Guest-Led Voice Assistant emerged as the winner during the live awards ceremony. PolyAI uses conversational AI to comprehensively understand various voices, swiftly and accurately addressing common inquiries at the front desk and contact centers.
“These esteemed winners represent some of hospitality’s brightest stars and most innovative companies,” AHLA’s Rogers said. “The Hospitality Show provides an ideal forum in which to recognize the individuals and organizations who embody excellence in hospitality service and ingenuity. We look forward to recognizing America’s top hotel GMs and technology innovators again next year at The Hospitality Show 2024 in San Antonio.”
Next year, AHLA’s General Manager of the Year, TechOvation, and Technology Acceleration Award winners will be announced at The Hospitality Show 2024, which will be held at the Henry B. Gonzalez Convention Center in San Antonio Monday, Oct. 28, 2024, through Wednesday, Oct. 30, 2024.
Over the past two days, The Show attendees were given behind-the-scenes tours of two Las Vegas properties: The Venetian Resort Las Vegas and The Bellagio Resort & Casino. These immersive tours provided insights into the properties' operations, sustainability initiatives, culinary experiences, luxurious rooms and suites, and the iconic Bellagio Fountains.
Last night, attendees enjoyed a thrilling secret-agent themed reception at TAO Asian Bistro & Nightclub, sponsored by DIRECTV HOSPITALITY. The event was filled with exciting Las Vegas-style games, cigar-rolling, signature cocktails, delectable food, networking opportunities, and much more.
The Show continues on Thursday, June 29, with another exciting day of programming, networking, and expo floor exploration.
AHLA Foundation is partnering with ICHRIE and ACPHA to support hospitality education.
The collaborations align academic programs with industry workforce needs.
It will provide data, faculty development, and student engagement opportunities.
THE AHLA FOUNDATION, International Council on Hotel, Restaurant and Institutional Education and the Accreditation Commission for Programs in Hospitality Administration work to expand education opportunities for students pursuing hospitality careers. The alliances aim to provide data, faculty development and student engagement opportunities.
Their efforts build on the foundation’s scholarships and link academics to workforce needs, AHLA said in a statement.
"We're not just funding education—we're investing in the alignment between academic learning and professional readiness," said Kevin Carey, AHLA Foundation president and CEO. "These partnerships give us the insights needed to support students and programs that effectively prepare graduates to enter the evolving hospitality industry."
ACPHA will provide annual reports on participating schools’ performance, enabling the Foundation to direct resources to programs with curricula aligned to industry needs, the Foundation said.
Thomas Kube, incoming ACPHA executive director, said the partnership shows academia and industry working together for hospitality students. The collaboration with ICHRIE includes program analysis, engagement through more than 40 Eta Sigma Delta Honor Society chapters and faculty development.
“Together, we are strengthening pathways to academic excellence, professional development and industry engagement,” said Donna Albano, chair of the ICHRIE Eta Sigma Delta Board of Governors.
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Global hotel RevPAR is projected to grow 3 to 5 percent in 2025, JLL reports.
Hotel RevPAR rose 4 percent in 2024, with demand at 4.8 billion room nights.
London, New York and Tokyo are expected to lead investor interest in 2025.
GLOBAL HOTEL REVPAR is projected to grow 3 to 5 percent in 2025, with investment volume up 15 to 25 percent, driven by loan maturities, deferred capital spending and private equity fund expirations, according to JLL. Leisure travel is expected to decline as consumer savings tighten, while group, corporate and international travel increase, supporting RevPAR growth.
Major cities continue to attract strong demand and investor interest, particularly London, New York and Tokyo. APAC is likely to post the strongest growth, fueled by recovering Chinese travel, while urban markets remain poised for continued momentum.
Lifestyle hotels are emerging as the new “third place,” blending living, working and leisure. The trend is fueling expansion into branded residences and alternative accommodations. JLL said investors must weigh regional performance differences, asset types and lifestyle trends when evaluating opportunities.
Separately, a Hapi and Revinate survey found fragmented systems, inaccurate data and limited integration remain barriers for hotels seeking better data access to improve guest experience and revenue.
Fragmented systems, poor integration limit hotels’ data access, according to a survey.
Most hotel professionals use data daily but struggle to access it for revenue and operations.
AI and automation could provide dynamic pricing, personalization and efficiency.
FRAGMENTED SYSTEMS, INACCURATE information and limited integration remain barriers to hotels seeking better data access to improve guest experiences and revenue, according to a newly released survey. Although most hotel professionals use data daily, the survey found 49 percent struggle to access what they need for revenue and operational decisions.
“The Future of Hotel Data” report, published by hospitality data platform Hapi and direct booking platform Revinate, found that 40 percent of hoteliers cite disconnected systems as their biggest obstacle. Nearly one in five said poor data quality prevents personalization, limiting satisfaction, loyalty and upsell opportunities.
“Data is the foundation for every company, but most hotels still struggle to access and connect it effectively,” said Luis Segredo, Hapi’s cofounder and CEO. “This report shows there’s a clear path forward: integrate systems, improve data accuracy and embrace AI to unlock real-time insights. Hotels that can remove these technology barriers will operate more efficiently, drive loyalty, boost revenue and ultimately gain a competitive edge in a tight market.”
AI and automation could transform hospitality through dynamic pricing, real-time personalization and operational efficiency, but require standardized, integrated and reliable data to succeed, the report said.
Around 19 percent of respondents cited communication delays as a major issue, while 18 percent pointed to ineffective marketing, the survey found. About 10 percent reported challenges with enterprise initiatives and 15 percent said they struggled to understand guest needs. Nearly 46 percent identified CRM and loyalty systems as the top priority for data quality improvements, followed by sales and upselling at 17 percent, operations at 10 percent and customer service at 7 percent.
Meanwhile, hotels see opportunities in stronger CRM and loyalty systems, integrated platforms and AI, the report said. Priorities include improving data quality for personalized engagement, using integrated systems for real-time insights, applying AI for offers, marketing and service and leveraging dynamic pricing and automation to boost efficiency, conversion and profitability.
“Clean, connected data is the key to truly understanding the needs of guests, driving amazing marketing campaigns and delivering direct booking revenue,” said Bryson Koehler, Revinate's CEO. “Looking ahead, hotels that transform fragmented data into connected data systems will be able to leverage guest intelligence data and gain a significant advantage. With the right technology, they can personalize every interaction, shift share to direct channels and drive profitability in ways that weren’t possible before. The future belongs to hotels that harness their data to operate smarter, delight guests and grow revenue.”
In June, The State of Distribution 2025 reported a widening gap between technology potential and operational readiness, with many hotel teams still early in using AI and developing training, systems, and workflows.
Hyatt partners with Way to unify guest experiences on one platform.
Members can earn and redeem points on experiences booked through Hyatt websites.
Way’s technology supports translation, payments and data insights for Hyatt.
HYATT HOTELS CORP. is working with Austin-based startup Way to consolidate ancillary services, loyalty experiences and on-property programming on one platform across its global portfolio. The collaboration integrates Way’s system into Hyatt.com, the World of Hyatt app, property websites and FIND Experiences to create a centralized booking platform.
World of Hyatt members can earn and redeem points on experiences booked through Hyatt websites, including wellness programs, cultural activities, ticketed events and local collaborations, the companies said in a statement. Members can also access FIND Experiences, which includes activities and auctions where points can be used to bid on events.
"In our search for an on-brand platform to power experiences and tap into ancillary revenue opportunities, Way's collaboration has been a true unlock for us," said Arlie Sisson, Hyatt’s senior vice president and global head of digital. "After a thorough evaluation of potential solutions, Hyatt chose Way to power the next chapter of our digital strategy by streamlining operations, elevating brand differentiation, enhancing personalization and, most importantly, delivering care at every touchpoint in the guest journey."
The Way initiative spans Hyatt’s portfolio, covering cabana rentals, in-room amenities and partnerships with local providers, the statement said. Way’s technology supports real-time translation, more than 100 currencies, multiple payment methods and data insights to help Hyatt manage operations globally.
"Hyatt set a high bar and Way is proud to bring their vision to life," said Michael Stocker, Way’s co-founder and CEO.
"The platform supports enterprise needs while preserving the guest experience."
U.S. CMBS delinquency rate rose 10 bps to 7.23 percent in July.
Multifamily was the only property type to increase, reaching 6.15 percent.
Office remained above 11 percent, while lodging and retail fell.
THE U.S. COMMERCIAL mortgage-backed securities delinquency rate rose for the fifth consecutive month in July, climbing 10 basis points to 7.23 percent, according to Trepp. The delinquent balance reached $43.3 billion, up from $42.3 billion in June.
Trepp’s “CMBS Delinquency Report July” showed multifamily led the increase, with its delinquency rate rising 24 basis points to 6.15 percent. Lodging fell 22 basis points to 6.59 percent and retail declined 16 basis points to 6.90 percent. Office delinquencies edged down to 11.04 percent after hitting a record 11.08 percent in June.
Loan-level analysis showed $4.4 billion in loans became newly delinquent in July, exceeding $3 billion that cured. Mixed-use, retail and office each accounted for more than $800 million of newly delinquent loans.
The seriously delinquent share, 60+ days, foreclosure, REO, or non-performing balloons, rose to 6.93 percent, Trepp said. Excluding defeased loans, the overall delinquency rate would be 7.41 percent.
A separate report from Lodging Econometrics showed the global hotel pipeline at 15,871 projects, up 3 percent year-over-year, totaling 2,436,225 rooms, up 2 percent.